Information processing apparatus, device management apparatus, network system, method of coping with a device problem, and storage medium

ABSTRACT

A network system with which a user can easily cope with various problems of a device and a maintenance service side can manage a device efficiently is provided. A user side transmits information that is a quantified version of a sensory problem, which a user feels when the user uses a device (printer), to the maintenance service side. The maintenance service side returns information for coping with the problem, which is based on the quantified information transmitted from the user side, to the user side. The user side performs operations and processing based on the information for coping with the problem received from the maintenance service side, and solves the problem of the device.

BACKGROUND OF THE INVENTION

[0001] 1. Field of the Invention

[0002] The present invention relates to an information processingapparatus, a device management apparatus, a network system, a method ofcoping with a device problem, and a storage medium which are used in,for example, an apparatus or a system for managing a device such as aprinter via a network.

[0003] 2. Related Background Art

[0004] Conventionally, there is a system that is configured to manage aplurality of printers, which are connected over an arbitrary network, bya server via the network. Such a system is utilized such that a serveron a maintenance service side for offering maintenance services ofprinters collectively manages printers on a user side.

[0005] Incidentally, in the above-mentioned conventional system, if aproblem such as a lack of sheet and a sheet jam occurs in a printer on auser side, the printer can automatically sense the problem and notify auser of the problem. Thus, the user can cope with the problem by worksuch as that for supplying sheets and discharging sheets in response tothe problem.

[0006] However, if a problem that is found by a user sensorily such asan unclear image as a result of print output, an edge smeared withblack, a folded printed-out sheet occurs, a printer cannot automaticallysense such a sensory problem. Thus, a user needs to inquire a method ofcoping with the problem from a maintenance service side by telephone orthe like.

[0007] In addition, a printer notifies a user of not only such a sensoryproblem but also a problem such as the above-mentioned sheet jam afterthe problem actually occurs. Thus, the user also needs to inquire amethod of coping with the problem from a maintenance service side bytelephone or the like if the user wishes to cope with it before itactually occurs.

[0008] Therefore, conventionally, if there is a problem that is found bya user sensorily or if a user feels a sign of a problem which is not yetsensed by a printer, the user has to take an extremely bothersomeprocedure of inquiring a method of coping with the problem from amaintenance service side by telephone or the like.

[0009] In particular, if a maintenance service side manages printers ofmany users, it is very difficult for the maintenance service side topromptly respond to all the users' inquiries. In addition, if themaintenance service side does not promptly respond, an inquiring user isput on a state of waiting for a response concerning a method of copingwith a problem or waiting for maintenance, during which the user may notbe able to use a printer.

SUMMARY OF THE INVENTION

[0010] The present invention has been devised in view of the above andother drawbacks, and it is an object of the present invention to allow auser to easily cope with various problems of a device and to allow amaintenance service side to efficiently manage a device.

[0011] Other objects and features of the present invention will beapparent from the following descriptions taken in conjunction with theaccompanying drawings, in which like reference characters designate thesame or similar parts throughout the figures thereof.

BRIEF DESCRIPTION OF THE DRAWINGS

[0012] In the accompanying drawings:

[0013]FIG. 1 is a block diagram showing a configuration of a networksystem to which the present invention is applied in a first embodiment;

[0014]FIG. 2 is a block diagram showing an internal configuration of aterminal apparatus used in the above-mentioned network system;

[0015]FIG. 3 is a block diagram showing a functional configuration of aprinter management server of the above-mentioned network system;

[0016]FIG. 4 is a flow chart for describing operations of theabove-mentioned network system;

[0017]FIG. 5 illustrates a display screen (icon screen) on a user sideof the above-mentioned network system;

[0018]FIG. 6 illustrates a display screen (notification screen) on theuser side of the above-mentioned network system;

[0019]FIG. 7 illustrates a display screen (temporary notificationscreen) on the user side of the above-mentioned network system;

[0020]FIG. 8 illustrates a display screen (investigation table screen)on the user side of the above-mentioned network system;

[0021]FIG. 9 illustrates a display screen (Nth investigation tablescreen) on the user side of the above-mentioned network system;

[0022]FIG. 10 illustrates a display screen (user maintenance manualscreen) on the user side of the above-mentioned network system;

[0023]FIG. 11 illustrates a display screen (ending screen) on the userside of the above-mentioned network system;

[0024]FIG. 12 illustrates information concerning a problem to beinputted in the above-mentioned temporary notification screen;

[0025]FIG. 13 illustrates an operation panel of a printer of theabove-mentioned network system in a second embodiment;

[0026]FIG. 14 is a flow chart for describing operations of theabove-mentioned network system in the second embodiment; and

[0027]FIG. 15 illustrates an example of a screen of a display portion ofthe above-mentioned operation panel.

DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0028] Embodiments of the present invention will be hereinafterdescribed with reference to the drawings.

[0029] First Embodiment

[0030] The present invention is applied to, for example, a networksystem 100 shown in FIG. 1.

[0031] <Entire Configuration of the Network System 100>

[0032] The network system 100 has a configuration in which user sides120(1), 120(2), . . . and a printer management server 130 for managingprinters provided in the user sides 120(1), 120(2), . . . arecommunicatably connected via a network 110 such as the Internet.

[0033] The printer management server 130 includes a terminal apparatus(information processing apparatus) 130 a such as a personal computer anda database 130 b as described later. The printer management server 130is communicatably connected to a service center (maintenance serviceside) 140 for offering maintenance services of printers provided on theuser sides 120(1), 120(2), . . . via arbitrary communicating means (anetwork 110, a telephone, a facsimile machine or the like).

[0034] The plurality of user sides 120(1), 120(2), . . . correspond tooffice systems of an individual or a corporation. For example, the userside 120(1) has a configuration in which printers 121(1), 121(2), . . .121(n) and a terminal apparatus (information processing apparatus) 122such as a personal computer are communicatably connected via an LAN 123.

[0035] The printers 121(1), 121(2), . . . , 121(n) are printers beingobject of services in the service center 140, and are managed by theprinter management server 130 via the network 110.

[0036] In addition, the printers 121(1), 121(2), . . . , 121(n) areconfigured such that they can be operated from the printers themselvesand also can be operated from the terminal apparatus 122 via the LAN123.

[0037] Further, an internal configuration of the user sides 120(1),120(2), . . . is not limited to the above-mentioned internalconfiguration of the user side 120(1). That is, the internalconfiguration of the user sides 120(1), 120(2), . . . is not limited bythe number of connected printers, the number of terminal apparatusesconnected or the presence or absence of a terminal apparatus. Forexample, a user side (X) may be configured such that an operationsimilar to that on a terminal apparatus to be described later can beperformed on an operation panel of a printer, and only the printer isprovided for direct connection to the network 110. Details of an exampleof such a configuration will be described in a second embodiment.

[0038] In addition, although it is illustrated in FIG. 1 that theplurality of user sides 120(1), 120(2), . . . are provided, the numberof user sides is not limited to this.

[0039] In addition, in the following description, the user side 120(1)will be considered among the user sides 120(1), 120(2), . . . forsimplicity of the description.

[0040] <Terminal Apparatuses of the Printer Management Server 130 andthe User Side 120(1)>

[0041] It is assumed that the terminal apparatus 130 a of the printermanagement server 130 and the terminal apparatus 122 of the user side120(1) have similar configurations, respectively.

[0042] For example, the terminal apparatus 130 a and the terminalapparatus 122 have a function of a computer 600 configured as shown inFIG. 2, respectively, and operations of the system 100 in thisembodiment is executed by a CPU 601 in the configuration.

[0043] As shown in the above-mentioned FIG. 2, the computer 600 has aconfiguration in which the CPU 601, an ROM 602, an RAM 603, a keyboardcontroller (KBC) 605 of a keyboard (KB) 609, a CRT controller (CRTC) 606of a CRT display (CRT) 610 as a displaying portion, a disk controller(DKC) 607 for a hard disk (HD) 611 and a floppy disk (FD) 612, and anetwork interface card (NIC) 608 are mutually communicatably connectedvia a system bus 604.

[0044] The system bus 604 is connected to the Internet 110 shown in theabove-mentioned FIG. 1.

[0045] The CPU 601 collectively controls each component connected to thesystem bus 604 by executing software stored in the ROM 602 or the HD 611or software to be supplied from the FD 612.

[0046] That is, the CPU 601 reads out a processing program (software) inaccordance with a processing sequence for implementing the operations ofthe system 100 from the ROM 602, the HD 611 or the FD 612 and executesit. Thus, the operations of the system 100 in this embodiment arerealized.

[0047] The RAM 603 functions as a main memory, a work area or the likeof the CPU 601.

[0048] The KBC 605 controls an input of an instruction from the KB 609,a pointing device (not shown) or the like.

[0049] The CRTC 606 controls display of the CRT 610.

[0050] The DKC 607 controls an access with the HD 611 and the FD 612which store a boot program, various applications, an editing file, auser file, a network management program, a processing program to beexecuted from the CPU 601 and the like.

[0051] The NIC 608 sends and receives data to and from the user side120(1), the printer management server 130 or the like on the network110.

[0052] <A Functional Configuration of the Printer Management Server 130>

[0053]FIG. 3 illustrates the configuration of the printer managementserver 130 functionally. As shown in the above-mentioned FIG. 3, theprinter management server 130 is provided with an information receivingunit 132 for receiving information by communication via the network 110or the like by the NIC 608, an information transmitting unit 133 fortransmitting information by communication via the network 110 or thelike by the NIC 608, a communication controlling unit 131 forcontrolling operations for transmitting and receiving of information inthe information receiving unit 132 and the information transmitting unit133, an operation managing unit 134 for managing operation ofmaintenance services by the system 100, and an information processingunit 135 for executing various kinds of processing for implementingoperations of the system 100 to be described later.

[0054] Further, each of the components 131 to 135 shown in theabove-mentioned FIG. 3 is realized by the CPU 601 shown in theabove-mentioned FIG. 2 reading out and executing a processing program(software) stored in the ROM 602, the HD 611, the FD 612 or the likealso shown in the above-mentioned FIG. 2.

[0055] In addition, the database 130 b of the printer management server130 includes an individual printer management area 137 a, an each typediagnosis information management area 137 b, an individual printer statemanagement area 137 c, a questionnaire information management area 137d, and a maintenance instruction area 137 e.

[0056] Information (types of printers, user information and the like)concerning respective printers managed by the system 100 (hereinafterreferred to as a “management printer”) is held (registered) in theindividual printer management area 137 a. Here, a management printerrefers to, for example, a printer for which an agreement for receivingmaintenance services by the service center 140 has been concluded.

[0057] Diagnosis information for each type of a printer, which isrequired for diagnosis of a problem of a printer in which the problemoccurred, is held in the each type diagnosis information management area137 b. More specifically, for example, diagnosis information such as acause of a problem and parts of a printer that should be checked is heldfor each type of a printer concerning various possible problems.Further, diagnosis information is set for each type of a printer becauseinformation required for diagnosis of a problem is different for eachtype of a printer even if the problem is the same.

[0058] State information concerning a state of respective managementprinters is held in the individual printer state management area 137 c.More specifically, for example, history information such as the numberof times of occurrences (notifications) of failures and contents of thefailures are held together with information on the number of prints todate in respective management printers.

[0059] Questionnaire information for making inquiries to users of amanagement printer is held in the questionnaire information managementarea 137 d.

[0060] Maintenance instruction information concerning an instruction tobe used when a user personally copes with a problem in a managementprinter is held in the maintenance instruction area 137 e.

[0061] <Operations of the Network System 100>

[0062]FIG. 4 shows operations of the network system 100. FIGS. 5 to 11show an example of a display screen of the terminal apparatus 122 of theuser side 120(1).

[0063] Step S201

[0064] For example, if a problem occurs when a user uses the printer121(1) in the user side 120(1), or if the user feels a sensory problem(such as a rather fogged image as a result of print output, an edgesmeared with black, a printed sheet with a folded side) in the printer121(1), the user performs operations for processing of the next stepS202 onward by the KB 609 or a pointing device (not shown) of theterminal apparatus 122 in order to notify the printer management server130 of the problem.

[0065] Step S202

[0066] First, a screen 301 of the above-mentioned FIG. 5 is displayed onthe CRT 610 of the terminal apparatus 122. This screen 301 includes aprinter information notification icon 301 a. The user clicks the icons301 a of the screen 301 by the KB 609 or a pointing device (not shown).Further, the icon 301 a can be set when a printer driver is installed inthe terminal apparatus 122.

[0067] When the icons 301 a of the screen 301 is clicked, a screen 302of the above-mentioned FIG. 6 is displayed on the CRT 610 of theterminal apparatus 122. On this screen 302, “sheet remaining”, “tonerremaining”, “print sheet” and “problem notification” can be selected.The user selects “problem notification” by the KB 609 or a pointingdevice (not shown) in order to notify the printer management server 130of the problem of the printer 121(1).

[0068] When “problem notification” on the screen 302 is selected, ascreen 303 of the above-mentioned FIG. 7 is displayed on the CRT 610 ofthe terminal apparatus 122. A printer name inputting portion 303 a, aproblem inputting portion 303 b and a transmission button 303 c areprovided on this screen 303.

[0069] The user can select a target printer (here, the printer 121(1))out of the printers 121(1), 121(2), . . . , 121(n) included in the userside 120(1) by operating the mark “▾” on the right side of the printername inputting portion 303 a. In addition, printers connected with theterminal apparatus 122 are displayed as selectable ones in the inputtingportion 303 a.

[0070] The user can select a content of a pertinent problem out ofvarious problems by operating the mark “▾” on the right side of theproblem inputting portion 303 b. For example, as shown in 401 of FIG.12, a pertinent content of each of “concerning sheet”, “concerning imagequality” and “problem degree” can be selected in the inputting portion303 b. Contents that can be selected in “concerning sheet” include“sheet folded”, “slanted printing”, “double feed”, “jam” and the like.Contents that can be selected in “concerning image quality” include“smeared with black”, “blob”, “white out”, “blurred” and the like.Contents that can be selected in “problem degree” include “impossible touse”, “terrible”, “barely acceptable”, “acceptable” and the like.

[0071] Further, a part indicated by “402” in the above-mentioned FIG. 12will be described in a second embodiment.

[0072] The user selects the printer 121(1) in the inputting portion 303a and selects a problem (e.g., “concerning image quality→blob”, “problemdegree→barely acceptable”) of the printer 121(1) by the KB 609 or apointing device (not shown) on the screen 303 of the above-mentionedFIG. 7. Then, the user presses the transmission button 303 c.

[0073] With the above-mentioned operations of a user, a problem of theprinter 121(1) is converted to a quantitative expression (here,“concerning image quality→blob”, “problem degree→barely acceptable”). Inthis way, this embodiment is configured such that a sensory problem canbe analyzed, accumulated or otherwise processed in the printermanagement server 140 as data. This can be attained by quantifying asensory problem by the hierarchical items shown in the above-mentionedFIG. 12. A sensory problem is a phenomenon differently perceived by eachindividual as in the case in which a user feels something is a problemwhereas another user feels it is not depending on their individualsenses.

[0074] Step S203

[0075] When the transmission button 303 c on the screen 303 of theabove-mentioned FIG. 7 is pressed, information inputted in the screen303 (first information) is transmitted to the printer management server130 via the network 110.

[0076] Step S204

[0077] The information receiving unit 132 receives the first informationfrom the user side 120(1) in the printer management server 130. Theinformation processing unit 135 recognizes a type of a printer in whicha problem occurs (here, the printer 121(1)) according to the firstinformation received by the information receiving unit 132. Then, theinformation processing unit 135 analyzes and diagnoses the problem usingpertinent information in the each type diagnosis information managementarea 137 b of the database 130 b. In addition, the informationprocessing unit 135 stores the first information received this time inthe each printer state management area 137 c of the database 130 b as ahistory of problem notifications.

[0078] Step S205

[0079] The information processing unit 135 compares informationconcerning the printer 121(1) in the each printer state management area137 c of the database 130 b and the first information received this timeif necessary according to the results of analysis and diagnosis of theproblem in step S204. This is for recognizing if a problem was notifiedfor the printer 121(1) in the past and, if a problem was notified, whatkind of a problem it was, or the like.

[0080] Step S206(1)

[0081] If information concerning a problem is insufficient according tothe results of comparison of problems in step S205, the informationprocessing unit 135 inquires information concerning the problem from theuser side 120(1). More specifically, the information processing section135 generates an appropriate investigation table using information inthe questionnaire information management area 137 d of the database 130b based on the results of the analysis and diagnosis of the problemindicated by the first information received this time and the results ofthe comparison with the past problems. Then, the information processingsection 135 transmits the investigation table to the user side 120(1)via the network 110 by the information transmitting unit 133.

[0082] Further, an investigation table is prepared anew in thisembodiment. However, for example, investigation tables of a plurality ofpatterns may be held in advance as information in the each typediagnosis information management area 137 b and the questionnaireinformation management area 137 d of the database 130 b, and a pertinentinvestigation table may be selected out of these investigation tablesand transmitted to the user side 120(1).

[0083] Step S207(1)

[0084] In the user side 120(1), a screen 304 of the above-mentioned FIG.8 is displayed on the CRT 610 of the terminal apparatus 122. An area 304a for the investigation table prepared in the information processingunit 135 of the printer management server 130 and a transmission button304 b are provided on this screen 301. Various items (questionnaire) forcoping with a problem are described and an input column for answers tothe items is provided in the investigation table area 304 a.

[0085] The user inputs an answer to each item by the KB 609 or apointing device (not shown) based on a situation which the user feels isa problem in using the printer 121(1), and presses the transmissionbutton 304 b on the screen 304 of the above-mentioned FIG. 8. Thus,information inputted on the screen 304 of the above-mentioned FIG. 8 istransmitted to the printer management server 130 via the network 110.

[0086] Step S206(2)

[0087] In the printer management server 130, the information receivingunit 132 receives the information transmitted from the user side 120(1)in step S207(1). The information processing unit 135 analyzes, diagnosesor otherwise processes the information received by the informationreceiving unit 132 in the similar manner as the processing in steps S204and S205. Then, if necessary, the information processing unit 135prepares an investigation table again and transmits it to the user side120(1) via the network 110 by the information transmitting unit 133.

[0088] Step S207(2)

[0089] Following the screen 304 of the above-mentioned FIG. 8, a screen305 of the above-mentioned FIG. 9 is displayed on the CRT 610 of theterminal apparatus 122 of the user side 120(1) by the processing of stepS206(2), in which an answer to each item is inputted by the user. Then,information inputted in the screen 305 of the above-mentioned FIG. 9 istransmitted to the printer management server 130 via the network 110.

[0090] The above-mentioned steps S206 and S207 are repeatedly executedfor a required number of times (N times). Thus, a problem situation ofthe printer 121(1) of the user side 120(1) is grasped quantitatively andin detail in the information processing unit 135 of the printermanagement server 130.

[0091] Further, a drawing or a print sample may be simultaneouslydisplayed on the screens 304 and 305 shown in the above-mentioned FIGS.8 and 9. Alternatively, print test data may be transmitted to the userside 120(1) together with the information of the screens 304 and 305,and results of the user's test data print by the printer 121(1) may bedisplayed on the screens 304 and 305.

[0092] Step S208

[0093] The information processing unit 135 grasps the problem situationof the printer 121(1) quantitatively according to the exchange ofinformation with the user side 120(1) in steps S206 and S207. Then,based on the results, the information processing unit 135 determineswhether or not the user can actually cope with the problem of theprinter 121(1) personally (whether or not it is expected that theproblem will be solved by a maintenance operation of the user). As aresult of this determination, if the user can actually cope with theproblem of the printer 121(1) personally, the information processingunit 135 transmits information of a pertinent maintenance instruction inthe maintenance instruction area 137 e of the database 130 b to the userside 120(1) via the network 110 by the information transmitting unit133.

[0094] Further, in step S208, if the user cannot actually cope with theproblem of the printer 121(1) personally, that is, the problem is soserious that the user cannot cope with it personally, the informationprocessing unit 135 requests the service center 140 to call out aserviceman to the user side 120(1). For example, the informationprocessing unit 135 automatically transmits information indicating tothat effect to a terminal apparatus (e.g., a terminal apparatus formanagement having the configuration shown in the above-mentioned FIG. 2)in the service center 140. Alternatively, a person in charge on theprinter management server 130 side notifies a person in charge on theservice center 140 side by telephone, facsimile or the like. Thus, insuch a case, a serviceman in the service center 140 visits the user side120(1) and copes with the problem of the printer 121(1).

[0095] Step S209

[0096] In the user side 120(1), a screen 306 of the above-mentioned FIG.10 is displayed on the CRT 610 of the terminal apparatus 122. An area306 a for a maintenance instruction and an understand button 306 b areprovided on this screen 306.

[0097] Step S210

[0098] The user refers to a maintenance instruction displayed on thearea 306 a of the screen 306 of the above-mentioned FIG. 10, andperforms a maintenance operation to cope with the problem in the printer121(1). Then, the user presses the understand button 306 b on the screen306 by the KB 609 or a pointing device (not shown). When the understandbutton 306 b on the screen 306 of the above-mentioned FIG. 10 ispressed, a screen 207 of the above-mentioned FIG. 11 is displayed on theCRT 610 of the terminal apparatus 122. An area 307 a for inputting amaintenance operation result and a transmission button 307 b areprovided on this screen 307. It is possible to select “improved”, “notimproved”, “investigate again”, “request calling out serviceman” and thelike in the area 307 a for inputting a maintenance operation result.

[0099] Step S211

[0100] On the screen 307 of the above-mentioned FIG. 11, the userselects a pertinent item in an input area 307 a based on a result of amaintenance operation with respect to the printer 121(1) and presses thetransmission button 307 b by the KB 609 or a pointing device (notshown). Thus, information inputted on the screen 307 of theabove-mentioned FIG. 11 is transmitted to the printer management server130 via the network 110.

[0101] Step S212

[0102] When the information receiving unit 132 receives the informationfrom the user side 120(1) in the printer management server 130, theinformation processing unit 135 executes a pertinent processing such asprocessing from step S206(N) onward again and processing for requestingthe service center 140 to call out a serviceman based on the receivedinformation. Then, the information processing unit 135 stores theabove-mentioned received information in the each printer statemanagement area 137 c of the database 130 b as history informationconcerning the problem of this time.

[0103] As described above, according to this embodiment, when a userrecognizes a sensory problem in the printer 121(X) when the user usesthe printer 121(X) in the user side 120(X), the user can notify theprinter management server 130 of a type or a degree of the problem byconverting it to a quantitative expression, and the printer managementserver 130 can present a method of coping with the problem to the userof the user side 120(X). Thus, the user of the user side 120(X) is notrequired to inquire the problem from the service center 140 by telephoneor the like as the user conventionally does, and can cope with theproblem efficiently and promptly. In addition, if a problem of a degreethat the printer 121(X) senses or it is impossible to use the printer121(X) has not occurred yet but the user of the user side 120(X) feels asign of a problem sensorily in the printer 121(X), the user also cannotify the printer management server 130 accordingly and appropriatelycope with the problem. That is, the user can cope with the problem whileit is still insignificant and before it is too late. In addition, sincethe user of the user side 120(X) can request to call out a serviceman ofthe service center 140 only when a problem is highly emergency, costsfor maintenance services can be reduced.

[0104] Therefore, according to the present invention, user satisfactioncan be improved. In addition, a period of time when it is impossible touse a printer can be minimized, and a printer provided in the user side120(X) can be efficiently operated.

[0105] Second Embodiment

[0106] In the first embodiment, the terminal apparatus 122 notifies theprinter 121(X) in the user side 120(X) of a problem. On the other hand,in this embodiment, the printer 121(X) notifies the printer 121(X) of aproblem.

[0107] For example, in the user side 120(1), an operation panel 500 asshown in FIG. 13 is provided in the printer 121(1). The operation panelincludes a display 501 such as an LCD, a select button 502 and a problemnotification button 503. The select button 502 includes up and down andleft and right buttons 502 a to 502 d for selecting various items to bedescribed later and a decision button 502 e.

[0108] In addition, the printer 121(1) is provided with a function ofthe computer 600 shown in the above-mentioned FIG. 2. Operations inaccordance with operations on the operation panel 500 to be describedlater are implemented by the CPU 601 in this computer 600.

[0109]FIG. 14 shows operations of the network system 100 in thisembodiment. Further, the above-mentioned FIG. 14 illustrates theoperations with a special attention paid mainly on operations differentfrom those in the first embodiment (the operations indicated by theabove-mentioned FIG. 4). Here, only the operations different from thosein the first embodiment will be described specifically.

[0110] Step S201

[0111] In the user side 120(1), for example, if a problem occurs in theprinter 121(1) or if a user feels a sensory problem in the printer121(1) when the user uses the printer 121(1), the user performsoperations for processing from the next step S202′ onward by theoperation panel 500 of the printer 121(1) in order to notify the printermanagement server 130 of the problem.

[0112] Step S202′

[0113] The user presses the problem notification button 503 of theoperation panel 500. Thus, the user can select the items concerning aproblem as shown in the above-mentioned FIG. 12 by the select button 502in the display 501 of the operation panel 500.

[0114] More specifically, hierarchical various items indicated by “401”and “402” of the above-mentioned FIG. 12 are displayed on the display501 one after another. For example, the user can select an itemconcerning a problem by operating the up and down buttons 502 a and 502b to move to an item in a upper or lower hierarchy, the left and rightbuttons 502 c and 502 d to display various items in a certain hierarchy,and the select button 502 and the decision button 502 e to decides anitem, respectively.

[0115] First, “problem notification” at the top is displayed on thedisplay 501. In this state, the user presses the down button 502 b ofthe select button 502. Thus, “concerning sheet”, “concerning imagequality”, “problem degree” and “transmission” of the next hierarchy canbe displayed one after another on the display 501.

[0116] The user operates the left and right buttons 502 c and 502 d todisplay “concerning sheet”, “concerning image quality”, “problem degree”and “transmission” on the display 501 one after another, and presses thedecision button 502 e when a desired item is displayed. Here, since itis necessary to input first whether a problem of the printer 121(1) isconcerning a sheet or concerning image quality, the user presses thedecision button 502 e when, for example, “concerning sheet” isdisplayed.

[0117] The user presses the down button 502 b next in order to input apertinent problem among the various problems of “concerning sheet”.Thus, “sheet folded”, “slanted printing”, “double feed” and “jam” in thelower hierarchy of “concerning sheet” can be displayed one after anotheron the display 501. For example, a display state of the display 501becomes a state shown in FIG. 15.

[0118] Then, the user operates the left and right buttons 502 c and 502d to display “sheet folded”, “slanted printing”, “double feed” and “jam”on the display 501 one after another, and presses the decision button502 e when a pertinent item is displayed.

[0119] The user presses the up button 502 a next in order to input adegree of the item of the problem inputted by the above-mentionedoperation (e.g., “concerning sheet→sheet folded”). Thus, “concerningsheet”, “concerning image quality”, “problem degree” and “transmission”in the upper hierarchy can be displayed again one after another on thedisplay 501.

[0120] The user operates the left and right buttons 502 c and 502 d todisplay “concerning sheet”, “concerning image quality”, “problem degree”and “transmission” on the display 501 one after another, and presses thedecision button 502 e when a desired item (here, “problem degree”) isdisplayed.

[0121] The user presses the down button 502 b next in order to input apertinent item among various items of “problem degree”. Thus,“impossible to use”, “terrible”, “barely acceptable” and “acceptable” inthe lower hierarchy of “problem degree” can be displayed one afteranother on the display 501.

[0122] The user operates the left and right buttons 502 c and 502 d todisplay “impossible to use”, “terrible”, “barely acceptable” and“acceptable” on the display 501 one after another, and presses thedecision button 502 e when a desired item is displayed.

[0123] With the above-mentioned operations of the user, the problem ofthe printer 121(1) is converted to a quantitative expression (here,“concerning sheet→sheet folded”, “problem degree→barely acceptable” orthe like”.

[0124] Step S203′

[0125] The user presses the up button 502 a next in order to transmitthe information inputted in step S202′ to the printer management server130. Thus, “concerning sheet”, “concerning image quality”, “problemdegree” and “transmission” in the upper hierarchy can be displayed againone after another on the display 501.

[0126] The user operates the left and right buttons 502 c and 502 d todisplay “concerning sheet”, “concerning image quality”, “problem degree”and “transmission” on the display 501 one after another, and presses thedecision button 502 e when a desired item (here, “transmission”) isdisplayed.

[0127] The user presses the down button 502 b next in order to input apertinent item among various items of “transmission. Thus, “transmit”,“back to previous screen” and “stop” in the lower hierarchy of“transmission” can be displayed one after another on the display 501.

[0128] Then, the user operates the left and right buttons 502 c and 502d to display “transmit”, “back to previous screen” and “stop” on thedisplay 501 one after another, and presses the decision button 502 ewhen a desired item (here, “transmit”) is displayed. Thus, informationthat is the problem of the printer 121(1) converted to a quantitativeexpression (here, “concerning sheet→sheet folded”, “problemdegree→barely acceptable”) is transmitted to the printer managementserver 130 via the network 110.

[0129] Step S204, Step S205

[0130] In the printer management server 130, the information receivingunit 132 analyzes, diagnoses and otherwise processes the informationfrom the user side 120(1) as in the first embodiment, and requests theservice center 140 to call out a serviceman according to results of theanalysis, diagnosis or the like.

[0131] As described above, according to this embodiment, since the usercan notify a problem from the printer 121(1) as well, the user canimmediately notify a problem on site while actually looking at asituation of the printer 121(1) in the user side 120(X).

[0132] Further, although the user requests the service center 140 tocall out a serviceman if necessary after the processing of steps S204and S205 in the second embodiment, the present invention is not limitedto this, and detailed information may be exchanged by an investigationtable or a maintenance instruction may be provided as in the firstembodiment. In this case, it is sufficient to give the display 501 ofthe operation panel 500 display and input functions similar to those inthe terminal apparatus 122.

[0133] In addition, the first and the second embodiments deals with anotification concerning a problem of a printer managed by the printermanagement server 130 (a printer for which an agreement for receivingmaintenance services by the service center 140 has been concluded).However, the present invention is not limited to this and may deal witha notification of a problem of other printers on the network 110. Forexample, the network system in accordance with the present invention maybe arranged such that, if a printer indicated by a problem notificationfrom a user side is a printer that is not registered in the individualprinter management area 137 a of the database 130 b, information forurging the notifying user side to register the printer (to conclude anagreement for receiving maintenance services by the service center 140)is transmitted, and the services by the first and the second embodimentsare provided after the registration is confirmed. Alternatively,services may be provided for a first problem notification (services areallowed only once).

[0134] In addition, although a device to be managed is a printer in thefirst and the second embodiments, the present invention is not limitedto this, and can be applied to various devices (a scanner, a copyingmachine or the like).

[0135] In addition, it is needless to mention that the object of thepresent invention can also be attained by supplying a storage mediumhaving a program code of software for realizing the functions of thefirst and the second embodiments stored thereon to a system or anapparatus, and a computer (or a CPU or an MPU) of the system or theapparatus reading out the program code stored in the storage medium.

[0136] In this case, the program code itself read out from the storagemedium realizes the functions of the first and the second embodiments,and the storage medium having the program code stored thereonconstitutes the present invention.

[0137] As a storage medium for supplying a program code, an ROM, afloppy disk, a hard disk, an optical disk, an magneto-optical disk, aCD-ROM, a CD-R, a magnetic tape, a nonvolatile memory card and the likecan be used.

[0138] The functions of the first and the second embodiments arerealized by a computer executing a read-out program code. However, it isneedless to mention that an OS or the like running on the computerexecutes a part of or entire actual processing based on instructions ofthe program code, and the functions of the first and the secondembodiments are also realized by the processing.

[0139] Moreover, a program code read out from a storage medium iswritten in a memory provided in a function extending board inserted in acomputer or an function extending unit connected to the computer. It isalso needless to mention that a CPU or the like provided in the functionextending board or the function extending unit then executes a part ofor entire actual processing based on instructions of the program code,and the functions of the first and the second embodiments are realizedby the processing.

[0140] As described above, according to the present invention, a userside of a device (a printer or the like) quantifies a problem (a sensoryproblem or the like) that a user feels when the user uses the device andtransmits it to a management side of the device, and the management sideof the device then returns information for coping with the problem(information of an instruction for a user to carry out maintenancepersonally, or the like) based on the quantified information transmittedfrom the user side. Thus, the user on the user side is not required toinquire the problem from a maintenance service center by telephone orthe like as the user conventionally does, and the user can cope with anyproblem efficiently and promptly.

[0141] In addition, the user on the user side can also properly copewith a subtle problem before a problem actually occurs in a device (aproblem as a sign showing that a device will be unusable). That is, theuser can cope with the problem while the problem is not so serious andbefore it is too late. In addition, since the user on the user side canrequest a maintenance service center to call out a serviceman to theuser side only when a problem is highly urgent, costs for maintenanceservices can be reduced.

[0142] Therefore, according to the present invention, user satisfactioncan be improved, downtime can be reduced, and an operating ratio of adevice provided on a user side can be maximized.

[0143] Thus, it is seen that an information processing apparatus, adevice management apparatus, a network system, a method of coping with adevice problem, and a storage medium are provided. One skilled in theart will appreciate that the present invention can be practiced by otherthan the preferred embodiments which are presented for the purposes ofillustration and not of limitation, and the present invention is limitedonly by the claims which follow.

What is claimed is:
 1. A management apparatus for managing a device,comprising: receiving means for receiving problem information concerninga problem that occurs in said device from a user side apparatusincluding said device, wherein the problem information is selected fromhierarchical types and degrees of a problem; and transmitting means fortransmitting information coping with the problem based on said probleminformation received by said receiving means.
 2. An apparatus accordingto claim 1, wherein said device is a printer for printing to outputinputted information.
 3. An apparatus according to claim 1, wherein saiddevice is a printer for printing to output inputted information, andsaid user side apparatus included an information processing apparatusthat is communicatable with said printer.
 4. An apparatus according toclaim 1, further comprising: diagnosing means for diagnosing the problemby said problem information received by said receiving means, whereinsaid transmitting means transmits information for coping with theproblem based on diagnosis results of said diagnosing means to said userside apparatus.
 5. An apparatus according to claim 4, wherein saiddiagnosing means transmits said information for coping with the problembased on a type of said device to said user side apparatus.
 6. A userside apparatus including said device that is communicatable with amanagement apparatus for managing the device, comprising: selectingmeans for selecting problem information concerning a problem that occursin said device out of hierarchical types and degrees of a problem;transmitting means for transmitting said problem information selected bysaid selecting means to said management apparatus; and receiving meansfor receiving information for coping with the problem based on saidproblem information from said management apparatus.
 7. An apparatusaccording to claim 6, wherein said device is a printer for printing tooutput inputted information.
 8. An apparatus according to claim 6,wherein said device is a printer for printing to output inputtedinformation, and said user side apparatus includes an informationprocessing apparatus that is communicatable with said printer.
 9. Anetwork system consisting of a device and a server for managing thedevice that are connected on a network, comprising a user side apparatusincluding said device, wherein said user side apparatus comprising:selecting means for selecting problem information concerning a problemthat has occurred in said device out of hierarchical types and degreesof a problem; and first transmitting means for transmitting said probleminformation selected by said selecting means to said server, and whereinsaid server comprising: second transmitting means for transmittinginformation for coping with the problem based on said probleminformation transmitted from said user side apparatus to said user sideapparatus.
 10. A system according to claim 9, further comprising:diagnosing means for diagnosing a problem of said device based on saidtransmitted problem information, wherein said second transmitting meanstransmits said information for coping with the problem based ondiagnosis results by said diagnosing means to said user side apparatus.11. A method of coping with a device problem for a user side of a deviceto cope with a problem that a user feels when the user uses said device,comprising: a selecting step in which a user side apparatus includingsaid device selects problem information concerning a problem that occursin said device based on hierarchical types and degrees of a problem; afirst transmitting step in which said user side apparatus transmits saidproblem information selected in said selecting step to a management sideapparatus for managing said device; a receiving step in which saidmanagement side apparatus receives said problem information transmittedin said first transmitting step; and a second transmitting step in whichsaid management side apparatus transmits information for coping with theproblem to said user side apparatus based on said problem informationreceived in said receiving step.
 12. A method according to claim 11,further comprising: a diagnosing step in which said management sideapparatus diagnoses the problem based on a type of said device in whichthe problem occurs, wherein in said second transmitting step, saidmanagement side apparatus transmits said information for coping with theproblem to said user side apparatus based on diagnosis results in saiddiagnosing step.
 13. A storage medium having a program for executingprocessing for a method of coping with a device problem readably storedthereon, wherein the program comprising: a selecting step in which auser side apparatus including said device selects problem informationconcerning a problem that occurs in said device based on hierarchicaltypes and degrees of a problem; a first transmitting step in which saiduser side apparatus transmits said problem information selected in saidselecting step to a management side apparatus for managing said device;a receiving step in which said management side apparatus receives saidproblem information transmitted in said first transmitting step; and asecond transmitting step in which said management side apparatustransmits information for coping with the problem to said user sideapparatus based on said problem information received in said receivingstep.
 14. A control method for controlling a management apparatus formanaging a device, comprising: a receiving step for receiving probleminformation concerning a problem that occurs in said device from a userside apparatus including said device, wherein said problem informationis selected based on hierarchical types and degrees; and a transmittingstep for transmitting information for coping with the problem based onsaid problem information received by said receiving step to said userside apparatus.
 15. A control method for controlling a user sideapparatus including a device, comprising: a selecting step for selectingproblem information concerning a problem that occurs in said device outof hierarchical types and degrees of a problem; a transmitting step fortransmitting said problem information selected in said selecting step toa management apparatus for managing said device; and a receiving stepfor receiving information for coping with the problem based on saidproblem information from said management apparatus.
 16. A storage mediumhaving a program for controlling a management apparatus for managing adevice stored thereon, wherein the program comprising: a receiving stepfor receiving problem information concerning a problem that occurs insaid device from a user side apparatus including said device, whereinsaid problem information is selected based on hierarchical types anddegrees; and a transmitting step for transmitting information for copingwith the problem based on said problem information received by saidreceiving step to said user side apparatus.
 17. A storage medium havinga program for controlling a user side apparatus for managing a devicestored thereon, wherein the program comprising: a selecting step forselecting problem information concerning a problem that occurs in saiddevice out of hierarchical types and degrees of a problem; atransmitting step for transmitting said problem information selected insaid selecting step to a management apparatus for managing said device;and a receiving step for receiving information coping with the problembased on said problem information from said management apparatus.